Experience:

Kaiser Permanente

April 2013 – Present

Associate Virtual Support Technician

  • Supported users remotely via PCAnywhere, WebEx Support Center, and Bomgar.
  • Provided Tier II support for Lotus Notes, VPN/RAS, and iOS devices.
  • Installed software using Kaiser’s proprietary software distribution system.
  • Responded to Remedy requests in a timely and efficient manner.
  • Improved personal workflow to increase ticket resolution efficiency.
  • Attended weekly Lotus Notes SME training sessions.
  • Acted as team workflow coordinator as needed.

Tek Systems

January 2013 – March 2013
IT Support Technician (Contractor) at Legacy Health Systems

  • Imaged and configured Thin and Thick clients in preparation for refresh.
  • Ran processes and scripts to optimize clinic and hospital PC’s.
  • Assisted Legacy Health FTE staff as needed.
  • Removed or reset devices in Active Directory as needed.
  • Helped replace or optimize 1570 workstations in 72 different clinics.

In His Hands Preschool and Daycare/Memorial Lutheran Church

November 2009 – December 2014
Freelance Contractor

  • Designed and developed a web presence for the preschool
  • Configured WordPress as a Content Management System
  • Reconfigured the church network and systems
  • Provided on-call IT support for church and preschool staff
  • Configured church servers to provide backup options for church data
  • Installed wireless access points in the church and church office

Various Companies

July 2008 – December 2012
Intermediate Refresh Technician at Kaiser Permanente (Contractor)

  • Assumed role of team lead acting as interface between Kaiser management and team
  • Primary tech in charge of imaging and configuring devices for refresh activities
  • Communicated changes in business and operational needs to team
  • Provided logistical support to team
  • Coordinated transportation and storage of equipment at refresh site
  • Provided hardware support during critical upgrade at Sunnyside Medical Center
  • Updated Kaiser management and project stakeholders with project status
  • Developed scripts to automate repetitive processes wherever possible
  • Configured an average of 3000 workstations in a calendar year
  • Worked with Kaiser Solutions Team to test new tools related to refresh
  • Trained new team members in Kaiser workstation imaging process